Customer Success Manager

Application Filing Deadline:

March 29, 2026 11:59 p.m. 4% COLA Effective July 1, 2026 Under general direction, plans, organizes, and manages the City's Customer Success Center by providing leadership and direction to staff; establishes strategic goals, service delivery standards, and performance metrics to ensure consistent, efficient, and high-quality customer service across all City departments; and leads the City's enterprise customer success strategy by establishing service standards, governing service level agreements, and driving data-informed improvements to enhance the overall customer experience. Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Plan, organize, direct, and evaluate the overall operations of the City's customer solutions and call center program.
• Oversees CRM, case management systems, and service automation platforms.
• Establishes and enforces enterprise-wide service level agreements in coordination with City Departments.
• Implements and oversees customer programs, including customer satisfaction surveys and performance analytics.
• Leads customer journey mapping and service design initiatives.
• Publishes service performance dashboards to promote transparency and accountability.
• Develop and implement strategic goals, service delivery models, and performance standards for customer service operations.
• Establish and administers policies, procedures, and service protocols to ensure consistent and high-quality customer service.
• Analyze operational data, customer feedback, and performance metrics to identify trends and implement continuous improvement initiatives.
• Oversees the development and implementation of training programs for Call Center staff.
• Prepare and administer the division's budget, monitor expenditures, and recommend resource allocations.
• Oversee selection, discipline, evaluation, and development of assigned staff in accordance with City policies and labor agreements.
• Answer complicated customer requests or inquiries concerning services and equipment. Resolves customer issues with one call resolution.
• Prepares cases for support services and other city departments.

EMPLOYMENT STANDARDS

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of customer experience strategy, service design, and enterprise performance management
• Knowledge of utility billing processes and customer account management.
• Knowledge of utility rate structures and service classifications.
• Knowledge of methods and procedures for resolving billing questions and adjustments.
• Knowledge of automated billing and meter reading systems.
• Knowledge of principles and practices of customer service, including assessing customer needs and maintaining service quality.
• Knowledge of standard office software and computer applications (e.g., Windows, Microsoft Office).
• Knowledge of good customer relations practices.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software.
• Skill in planning and organizing.
• Skill in handling conflict and uncertain situations.
• Ability to influence cross-departmental service improvement initiatives.
• Ability to provide courteous, professional, and responsive customer service.
• Ability to exercise sound judgement in identifying and resolving problems.
• Ability to listen effectively and communicate clearly both orally and in writing.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to use basic computer software and Microsoft Office Suite.
• Ability to communicate on a professional level.
• Ability to quickly respond to initial customer inquiries/complaints and creatively troubleshoot customer service issues.
• Ability to keep accurate records and backup to enforce solutions to problems.
• Must be organized and able to multi-task
• Ability to supervise, train, assign and monitor work assignments.
• Ability to establish and maintain effective communication and working relationships with city employees and the public.
• Performs all areas of supervision including recruitment.

selection, training, discipline, and dismissal.

MINIMUM QUALIFICATIONS

• Graduation with a bachelor's degree from an accredited college or university in Business Administration, Business Management, or in a related field.
• Minimum of five (5) years of experience in customer service operations, including three (3) years of experience in a supervisory capacity.
• Bilingual preferred

WORKING CONDITIONS AND PHYSICAL DEMANDS

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working Conditions While performing duties of this job, the employee is regularly required to sit; stand; walk; reach with hands, fingers, and arms; handle or feel objects, tools, or controls; climb; balance; bend; stoop; kneel; crouch and/or crawl. The employee is regularly required to read, speak, including talking on the telephone; and hear with background noise. Specific vision abilities required in this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Physical Demands The employee must be able to regularly lift and/or move up to 25 lbs. The employee will usually work in a climate-controlled indoor environment. However, while working an employee may be exposed to dust, loud noises, vibrations, fumes and odors, communicable diseases, wetness/humidity, and darkness or variable lighting. The final filing date for this recruitment is Sunday, March 29, 2026 @ 11:59 pm PDT. T he City reserves the right to extend the closing date without notice. Individuals determined to be qualified and best aligned to the position will be invited to participate in the selection process.

HOW TO APPLY

To be considered, please submit an online application, including a cover letter, resume, and proof of education (if qualifying with a degree) in PDF format. Applications that fail to include all necessary documents may be considered incomplete and will not be taken into consideration. Applications will be reviewed in depth and breadth of experience and for level and relatedness of education. The most qualified candidates will be invited to participate in further selection procedures. The selected candidate may be required to undergo a background check and a physical examination prior to appointment. Applicants who do not meet the minimum requirements, including submission of all required attachments, will not be considered. For questions regarding this recruitment, please contact Human Resources at (626) 403-7239.

EQUAL EMPLOYMENT OPPORTUNITY

The City of South Pasadena is an Equal Opportunity Employer. We value and encourage diversity in our workforce. The City of South Pasadena intends to provide reasonable accommodations in accordance with the Americans with Disabilities Act of 1990. If a special accommodation is desired, or if you would like to request this information in an alternative format, please call (626) 403-7239. The City of South Pasadena is committed to creating a workplace where every employee is valued for who they are. Having our workforce reflect the diversity of our community at various levels of the organization is a continuous goal embraced by our departments, management staff, and policymakers. To support efforts of fairness and diversity, City Leadership is committed to incorporating equity and inclusion into our work.

FAIR CHANCE ACT

The City of South Pasadena will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You are not required to disclose your criminal history or participate in a background check until you receive a conditional job offer. If the City of South Pasadena has concerns about a conviction that is directly related to the job after making a conditional job offer and conducting a background check, you will have the opportunity to explain the circumstances surrounding the conviction, provide evidence to mitigate concerns or challenge the accuracy of the background report (for non-public-safety backgrounds). Find out more about the Fair Chance Act by visiting https://calcivilrights.ca.gov/fair-chance-act .

ABOUT THE CITY

The City of South Pasadena (population 26,047) is a charming community located only eight miles from downtown Los Angeles on the west side of the San Gabriel Valley. South Pasadena is known for its beautiful tree-lined streets, stunning homes, unique small businesses, top-quality schools and a strong commitment to community. South Pasadena is also a full-service city with its own fire, police and water departments. Occupying 3.44 square miles of flatlands and hillsides, South Pasadena's unique character makes it one of California's most desirable locations. The City has a rich history of intact late 19th and early 20th Century neighborhoods and residences, giving it a strong claim as one of the oldest and most historic sites in the San Gabriel Valley. One of the first suburbs of Los Angeles, South Pasadena maintains small-town quality, with charming residential streetscapes, and a historic commercial core, making it one of Hollywood's favorite suburban filming locations, featured in numerous television and big screen productions. South Pasadena is frequently recognized as a family and environmentally friendly community. The City enjoys quiet, attractive, walkable neighborhoods and a low crime rate. There are numerous active community organizations in South Pasadena, including the Oneonta Club, WISPPA, South Pasadena Arts Council, AYSO, Little League, Boy Scouts, Girl Scouts, Women's Club, Chamber of Commerce, South Pasadena Preservation Foundation, Holy Family Church, St. James Church, South Pasadena Tournament of Roses Association, South Pasadena Chinese-American Club, Vecinos and many others. Boasting over 100 acres of parks and playgrounds and more than 21,000 trees, the City's picturesque environment invites residents and visitors to enjoy numerous opportunities for outdoor recreation. South Pasadena offers an 18 hole, Par-3 golf course, tennis, racquet and pickleball facilities, horse stables and a dog park all in its picturesque Arroyo Seco area. Small, proud and independent, the City of South Pasadena has preserved its status as a unique community for over a hundred years.